Obtaining System Files

Keywords:

We use system files to help diagnose and troubleshoot technical issues.

Windows

MSInfo

  1. Press Windows Key + R.
  2. Type MSInfo32 and press Enter.
  3. In the System Information window, click File, then Export.
  4. When the Export As window appears, choose Desktop.
  5. Name the file "MSInfo" and click Save.

DxDiag

  1. Press Windows Key + R.
  2. Type DxDiag and press Enter.
  3. In the DxDiag window, click Save All Information.
  4. Name the file "dxdiag" and click Save.
File Size Over 15MB?

We can only accept files smaller than 15MB. If the saved file is too large to be attached to your ticket, the error section may be too large. To reduce the file’s size:

  1. Open the saved MSInfo file.
  2. Press Ctrl + F and search for [Windows Error Reporting].
  3. Delete everything after the first ten lines of [Windows Error Reporting].
  4. Save the file.

Game Error Logs

For specific instructions on retrieving game logs, select a game below.

World of Warcraft

  1. Open the Battle.net desktop app and click the Battle.net symbol, select Settings, then select Game Install/Update. You can view the game folders here.
  2. In the World of Warcraft folder, find the Errors folder. If it does not exist, you do not have any error reports.
  3. If the Errors folder exists, copy the newest .txt error report to your desktop. The error report creation date is included in the file name.

Diablo III

  1. Open the Battle.net desktop app and click the Battle.net symbol, select Settings, then select Game Install/Update. You can view the game folders here.
  2. Open the InspectorReporter > Reported Bugs folder.
  3. You may see many folders that are date stamped. Each one will have a crash log inside.
  4. Open the newest folder and find the D3Debug.txt file. This is your error report.

StarCraft II

  1. Open your Documents folder. This folder is typically accessed in the Start menu.
  2. Open the StarCraft II folder.
  3. Open the GameLogs folder. You may see many folders that are date stamped. Each one will contain a crash log.
  4. Open the newest folder and find the Error.txt file. This is your error report.

Hearthstone

  1. Open My Computer.
  2. Navigate to C:\Program Files\Hearthstone
  3. Find the Output_log.txt and ConnectLog.txt files. These are your error reports.

Heroes of the Storm

  1. Open your Documents folder. This folder is typically accessed in the Start menu.
  2. Open the Heroes of the Storm folder.
  3. Open the GameLogs folder. You may see many folders that are date stamped. Each one will contain a crash log.
  4. Open the newest folder and find the Error.txt file. This is your error report.

Diablo II

Error Files
  1. Right click the game icon.
  2. Select Properties.
  3. In the Properties window, click the Shortcut tab.
  4. For Windows XP, click Find Target. For Windows Vista/Windows 7/Windows 8/Windows 10, click Open File Location.
  5. Search for the Errors folder.
  6. Open this folder and locate the Error files.
  7. Be sure to provide the .txt version of these Error files.
Log Files
  1. Right click the game icon.
  2. Select Properties.
  3. In the Properties window, click the Shortcut tab.
  4. For Windows XP, click Find Target. For Windows Vista/Windows 7/Windows 8, click Open File Location.
  5. Search for the Logs folder.
  6. Open this folder and locate the Log files.
  7. Be sure to provide the .txt version of these Log files.

Warcraft III

Error Files
  1. Right click the game icon.
  2. Select Properties.
  3. In the Properties window, click the Shortcut tab.
  4. For Windows XP, click Find Target. For Windows Vista/Windows 7/Windows 8/Windows 10, click Open File Location.
  5. Search for the Errors folder.
  6. Open this folder and locate the Error files.
  7. Be sure to provide the .txt version of these Error files.
Log Files
  1. Right click the game icon.
  2. Select Properties.
  3. In the Properties window, click the Shortcut tab.
  4. For Windows XP, click Find Target. For Windows Vista/Windows 7/Windows 8, click Open File Location.
  5. Search for the Logs folder.
  6. Open this folder and locate the Log files.
  7. Be sure to provide the .txt version of these Log files.

Mac

System Report

  1. Open the Apple menu and select About This Mac.
  2. Click on System Report. (Select More Info first on versions 10.9 and older.)
  3. Click File and Save to your desktop.
File Size Over 15MB?

We can only accept files that are 15MB or less in size. If the file is too large to be attached to your ticket, convert it into a text document:

  1. Open Terminal (found in /Applications/Utilities)
  2. Copy and run the following command:
    system_profiler -detailLevel full > ~/Desktop/Myreport.txt
  3. A file called Myreport.txt will appear on your Desktop.

Game Error Logs

For specific instructions on retrieving game logs, select a game below.

World of Warcraft

  1. Navigate to Macintosh HD/Applications/World of Warcraft/Errors.
  2. Attach the most recent file.

Diablo III

  1. Navigate to /Applications/Diablo III/InspectorReporter/ReportedBugs.
  2. You may see many folders that are date stamped. Each one will have a crash log inside.
  3. Open the newest folder and locate the file marked D3Debug.txt. This is your error report.

Starcraft II

  1. Open Finder.
  2. Hold the Option (Alt) key and select Library from the Go menu on the system menu bar.
  3. Navigate to ~/Library/Application Support/Blizzard/Starcraft II/Gamelogs.
  4. You may see many folders that are date stamped. Each one will have a crash log inside.
  5. Open the newest folder and locate the Error.txt file. This is your error report.

Hearthstone

  1. Open Finder.
  2. Hold the Option (Alt) key and select Library from the Go menu on the system menu bar.
  3. Navigate to Logs/Unity/
  4. Find the Player.log file. This is your error report.

Heroes of the Storm

  1. Open Finder.
  2. Hold the Option (Alt) key and select Library from the Go menu on the system menu bar.
  3. Navigate to ~/Library/Application Support/Blizzard/Heroes of the Storm/Gamelogs.
  4. You may see many folders that are date stamped. Each one will have a crash log inside.
  5. Open the newest folder and locate the Error.txt file. This is your error report.

Sometimes we may need additional information about your connection to diagnose problems. If requested, run a trace route or a pathping on your connection.

Tried everything here?

If you have tried all of the steps for your operating system and still require assistance, please visit our Technical Support Forum (World of Warcraft) (StarCraft II) (Diablo III),(Hearthstone), (Heroes of the Storm) or contact us.

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